Help us make our services better
We hope that your experience at Frimley Health, whether as a patient, visitor, carer or relative, was positive in every way. However, if you have any comments or suggestions for
improvement, please let us know, because your feedback can help us to make changes for the better. We are also happy to hear what we got right for you too.
You can discuss any concerns with the nurses or doctors who are looking after you at any time during your stay, so that we can deal with any issues immediately. We will do our very best to answer your question or to sort out any difficulty that you are having. If we haven’t been able to fix it straight away, then please ask to talk to either the senior sister or matron, whose name and photograph will be displayed on your ward. We like to hear about your problem while we have the chance to put things right for you, rather than after you've left the hospital.
PALS - Patient Advice and Liaison Service
British sign language
We understand that you might feel awkward talking about your concerns with people who are involved in your care, so if you prefer, you can speak confidentially to our Patient Advice and Liaison Service (PALS). The team can offer you support and advice during your stay if you have problems that are difficult to resolve. You can also contact PALS after you have left hospital.
Our PALS offices are open Monday to Friday, 9am to 5pm. You can speak to someone face-to-face, or telephone or email them.
Frimley Park Hospital, main entrance
Wexham Park Hospital, Blue Zone, opposite the chapel
If we have tried, but been unable to put things right and you wish to make a formal complaint, then PALS can also provide you with information on how to do this.
Making a formal complaint
We know that despite our best efforts things can sometimes go wrong.
We take all complaints very seriously, try to learn from them and see how we can improve the quality of our services. If you have been dissatisfied with any aspect of the treatment or service you have received, please let us know in writing so we can investigate and make amends. We follow the national guidance for NHS complaints. Please be assured that making a complaint will not adversely affect any care you receive.
You can write a letter to our Chief Executive, Sir Andrew Morris, at the address below. Please write within 12 months of the problem occurring.
Sir Andrew Morris, Chief Executive
Alternatively, you may wish to email one of our complaints teams. Formal complaints must be received in writing, however if you need to speak to someone, before writing, their phone numbers are here:
Frimley Park Hospital 01276 604336 firstname.lastname@example.org
Heatherwood Hospital 01753 634081 email@example.com
Wexham Park Hospital 01753 634081 firstname.lastname@example.org
Advice on how to make a complaint can be found on the Parliamentary and Health Service Ombudsman website at www.complainforchange.org
They have produced a useful leaflet of basic, easy to follow steps on raising an initial complaint to the NHS and how to take it further if it isn’t resolved by your hospital. The leaflet is available in a variety of languages and formats, including Bengali, Hindi and Easy Read.
What we will do
Within two working days of us receiving your complaint, you will be given the name of your personal Complaints Coordinator who will be your contact during the complaints process. You will be invited to discuss your concerns by telephone with them. We hope we will be able to get to the bottom of it quickly, however if a full investigation is needed it may take us longer. We will agree timescales with you and keep in touch while we carefully look into what happened. If your complaint includes other agencies, such as social services or your GP, we will ask for your consent to send the complaint letter to all involved organisations, so that you will receive a combined response.
You may like to have some independent support to help you make your complaint. Healthwatch is a consumer champion for health and social care. Each local Healthwatch is part of its local community working towards a society in which people’s health and social care needs are heard, understood and met.
Your local Healthwatch is based on your local authority, and contact details can be found on their website www.healthwatch.co.uk or you can call 03000 68 3000.
SEAP (Support, Empower, Advocate, Promote) is an independent charity that provides free and confidential advocacy services, to help resolve issues or concerns you may have about your health and well-being or your health and social care services. Contact details for your local team can be found on their website www.seap.org.uk or you can call 0330 440 900.
We hope that the way we deal with your complaint meets with your approval. However, if this does not happen, we would like you to give us the chance to discuss any outstanding issues by writing to our Chief Executive explaining why you remain disappointed. We will conduct a further investigation and respond to you as soon as possible. You may be offered a meeting to resolve your concerns. The independent advocacy service representative can accompany you to this meeting if you would like them to.
If you are unhappy and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
To take your complaint to the Ombudsman, visit their website or call 0345 015 4033.
You can also read the NHS Constitution or further information.